To create a seamless hybrid work experience for employees and empower IT teams to be more proactive, businesses need to invest in a holistic digital employee experience (DEX) tool that measures, analyzes, delivers, and remediates workplace experiences. The artificial intelligence-driven DEX solution from VMware Workspace ONE Intelligence is the only platform that delivers this comprehensive solution. In addition, it covers all personas (IT, service desk, line of business, and employee) and all endpoints (desktop, mobile, and virtual), optimizing both security and experience and creating an intuitive, self-healing workspace. To further advance its DEX technology, VMware today announces the general availability of an expanded collection of insights based on new data sources and further enhancements to DEX remediation capabilities with new playbooks. These updates enable organizations to “shift left,” becoming more proactive with expanded anomaly detection as well as operationally efficient with tools to effectively fix more issues, faster.
The VMware Workspace ONE DEX solution now supports broader data capture that empowers IT teams with holistic visibility across their end-user computing (EUC) environment. Here are three examples:
- New network-based telemetry. The hybrid workforce is reliant on SaaS services for maximum productivity, and outages can have a significant impact. The DEX solution conducts synthetic testing that can detect outages of internal or external services before users experience them. These capabilities can prevent an influx of inbound tickets and automate resolution with proactive communications to affected employees.
- Expanded Android battery and network analytics. Now collected via Launcher on frontline devices, the near real-time data (every 10 minutes) allows admins to identify devices with problems. The issues can include poor Wi-Fi signal or cellular strength, high latency or jitter, and even batteries that are too hot, have a high discharge rate, or never charge to 100%.
- Horizon in-guest session and network monitoring. This solution alerts VMware Horizon admins to common issues, such as long logon time, to help find root cause via its Insights and Guided Root Cause Analysis features. The network performance data helps Horizon admins quickly determine if the poor experience is caused by a remote user’s network or high resource consumption by the virtual machines.
Introducing next-generation Insights: AI-driven anomaly detection
But increasing data collection alone is not enough. IT teams need to be alerted to issues in their environment that impact end-user experience and productivity. This is why VMware introduced Insights, AI-driven anomaly detection that informs IT admins of environmental issues. We have seen great success with this feature, and it has become the second most-visited page in the Experience Management console (after the home page). We are excited to announce today that we have released an expanded set of out-of-the-box insights across more data sources, with an underlying re-architecture that enables measurement on dynamic thresholds while also accounting for seasonality.
We now support insights for:
- Horizon last-mile performance
- Workspace ONE Unified Endpoint Management (UEM) for app or OS install failures and forecasting
- Workspace ONE Access for logon trends and failures
- Frontline use cases for long check-in/check-out time or increases in lost devices or devices not checked in
The new architecture means that the VMware team can release more insights more quickly, delivering continued value to our customers.
Introducing remediation playbooks
After IT teams identify common issues, they may want to create remediation playbooks that allow service desk teams to resolve inbound tickets more efficiently. VMware is excited to announce the beta release of the new playbook builder capability. Now, as part of the Workspace ONE DEX solution, the new playbooks can help IT teams create step-by-step instructions to fix top issues and assign them to incidents. The playbooks include Workspace ONE Freestyle Orchestrator automations and UEM actions for resolution. This beta feature is available within the Workspace ONE Experience Management console today. In the future, it will be available to service desk team members via the ITSM Connector for ServiceNow. IT teams can then track usage metrics and feedback on the success of their playbooks to create a continuous update loop and overall mean-time-to-resolution reduction. By expanding the tool set for service desk teams, admins are empowered to fix more issues, more quickly, shifting the IT organization to a more proactive work model.
To learn more and get started with insights and playbooks, visit our Workspace ONE Digital Employee Experience page or the Solution Architecture page in the Tech Zone.
For more VMware Explore news, see our VMware Explore 2023 Anywhere Workspace, Workspace ONE, and Horizon announcement overview and all the articles in our VMware Explore 2023 category.
